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Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company
Praise for Lessons from the Nordstrom WayP"Lessons from the Nordstrom Way is a blueprint for providing superior customer service. There are lessons here for people in every industry." –Barry Sternlicht, Chairman and CEO, Starwood Hotels & Resorts Worldwide, Inc.P"Robert Spector’s book is chock-full of insights on how you can give great customer service–no matter what business you’re in. This stuff makes sense. You’ll read it and immediately ask yourself,‘now why did I never think of that?’"–Roy H. Williams, bestselling author of The Wizard of AdsP"At Continental, we learned that you must trust your people to do a good job. Robert Spector shows that entrusting and empowering your employees are essential ingredients for a corporate culture of great customer service."–Gordon Bethune, Chairman and CEO, Continental AirlinesProvide Your Customers with Choices.pCreate an Inviting Place.pHire Nice, Motivated People.pSell the Relationship: Service Your Customers through the Goods and Services You Sell.pEmpower Employees to Take Ownership.pDisregard the Rules and Be Innovative.pPromote Competition.pCommit 100 Percent to Customer Service.pIndex.ROBERT SPECTOR is the author of The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company (Wiley) and Amazon.com: Get Big Fast. Spector has written about Nordstrom since 1982 for Women’s Wear Daily and other publications. His work has appeared in the Wall Street Journal, the New York Times, and USA Today. An internationally recognized speaker, Spector has lectured on customer service to a vast cross-section of companies and organizations, ranging from Cadillac to the Red Cross. He resides in Seattle with his wife and daughter. Visit his Web site: www.robertspector.comToday, many companies throughout the world aspire to become the Nordstrom of their industry. They, too, want to be known for providing the level |
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